What are the responsibilities and job description for the Head of Customer Success position at Storm2?
🌟Head of Customer Success
đź“Ť5 days in Austin office
🚀$140,000 - $175,000 base plus bonus/commission
A fast-growing fintech company in the B2B payments and working capital space is hiring its first Head of Customer Success to build and scale the function from scratch. This is a hands-on, high-impact role where you’ll combine operational design, customer delivery, and leadership as the business continues rapid expansion.
The Opportunity
You’ll own merchant onboarding and customer activation while designing the entire Customer Success infrastructure - KPIs, health models, reporting, and playbooks. You’ll implement scalable processes, introduce automation (including AI tools), and establish a CS framework that can support multiple client launches each week.
Key Responsibilities
- Lead full-cycle onboarding and activation for new merchants and their customers.
- Design and implement the CS operating model - metrics, dashboards, journey stages, SLAs, and QBR cadence.
- Build repeatable, data-driven processes and automate workflows to drive efficiency and adoption.
- Collaborate cross-functionally with Sales and Product on customer expansion and feedback loops.
- Create documentation, enablement materials, and training resources to scale the function.
- Develop hiring plans and structure for the future CS team.
Ideal Profile
- 6–10 years in Customer Success, Account Management, or Implementations within fintech, payments, or B2B SaaS.
- Proven ability to build CS systems and reporting frameworks from the ground up.
- Experience running complex technical or financial implementations.
- Strong communication skills and executive presence.
- Comfortable using AI tools to streamline workflows and improve efficiency.
Why This Role
- A true founding seat in a scaling fintech with strong funding and growing market demand.
- Direct influence over how Customer Success operates and grows.
- Blend of strategic ownership and hands-on execution.
- Competitive salary and performance-based bonuses.
- On-site, collaborative culture in Austin, TX, with minimal travel.
Salary : $140,000 - $175,000